Director of Operations

Reports To: President of Lakeside Pro Services

Location: Roseville, MI (Headquarters)

Department: Operations Leadership

FLSA Status: Exempt

Position Summary

The Director of Operations provides executive-level operational leadership for Lakeside Pro Services, overseeing all divisions: Plumbing, Irrigation, Landscape Lighting, Lawncare, and Construction/Remodeling. This individual is responsible for ensuring that each division achieves operational excellence, profitability, customer satisfaction, and team development through disciplined execution, coaching, and accountability. The Director of Operations will lead a team of 5–6 direct reports (Division Managers and key functional leaders), driving alignment with company goals, core values, and operational standards across all business units.

Leadership & Management

• Lead, coach, and develop division managers and support leaders to ensure high performance, accountability, and professional growth.
• Oversee all operational aspects of Lakeside’s service lines—Plumbing, Irrigation, Landscape Lighting, Lawncare, and Construction/Remodels—ensuring quality, efficiency, and consistency.
• Serve as the key operational liaison between the field, administrative, and executive teams.
• Implement and reinforce company SOPs (Standard Operating Procedures) across all service lines.
• Drive a culture of continuous improvement, safety, teamwork, and customer satisfaction.
• Staffing of all divisions, recruiting, and retention leadership.

Financial & Business Management

• Full P&L responsibility for all divisions; ensure divisional profitability targets and gross margin goals are achieved.
• Approve all purchasing and material expenditures, maintaining cost discipline and ensuring proper controls. Approve early ordering process before season starts.
• Oversee inventory management, including cycle counting, stock accuracy, and vendor returns.
• Lead the capital and capacity planning process, ensuring the company is resourced for seasonal and growth demands.
• Monitor and manage key performance indicators (KPIs) and operational dashboards in partnership with the executive team.

ServiceTitan & Data Systems Leadership

• Serve as the company’s expert and champion of ServiceTitan field management software, ensuring consistent usage, accurate data entry, and adoption across all divisions.
• Partner with IT and Admin teams to build dashboards, reporting scorecards, and performance analytics.
• Use data from ServiceTitan and Power BI to measure performance, drive accountability, and identify improvement opportunities.

Operational Excellence

• Oversee labor scheduling and workforce allocation to ensure optimal productivity and achievement of gross margin targets.
• Manage fleet operations, including vehicle assignments, maintenance schedules, replacement planning, and capital budgeting.
• Ensure accurate inventory control and implement best practices for procurement, warehouse operations, and tool tracking.
• Lead cycle counting programs and act as the inventory champion, ensuring accuracy and accountability company-wide.

Training, SOPs, and Development

• Build, maintain, and oversee all SOPs and training programs across all divisions.
• Manage online learning and certification systems; ensure all team members complete required training.
• Work with HR and department leaders to identify skill gaps, succession plans, and development pathways.

Sales Enablement & Marketing Support

• Partner with the sales and marketing teams to assist in lead generation and conversion efforts.
• Ensure divisional teams actively engage in local marketing efforts, including distribution of flyers, door hangers, yard signs, and referral incentives.
• Drive growth in membership programs (Plumbing, Irrigation, and Lighting), monitoring sales performance, renewal rates, and customer engagement.
• Coach and measure the team’s performance on SPIFs (Sales Performance Incentive Funds), rewards, and promotional campaigns.

Scorecard & Dashboard Leadership

• Own and lead the Operations Scorecard and KPI dashboards, tracking productivity, customer satisfaction, safety, inventory turns, job profitability, and training compliance.
• Conduct regular operational reviews with division managers, providing actionable feedback and celebrating wins.
• Present performance summaries to executive leadership and ensure continuous improvement initiatives are in place for all underperforming metrics.

Qualifications

• 8 years of progressive operational leadership experience, preferably in multi-division field service, ideally plumbing or construction industries.
• Proven ability to lead teams of managers and cross-functional staff toward shared goals.
• Deep understanding and working knowledge of ServiceTitan (required).
• Strong financial acumen, with hands-on experience managing P&Ls, budgeting, and gross margin analysis.
• Experience in inventory management, fleet operations, capital planning, and capacity forecasting.
• Excellent communication, coaching, and team development skills.
• Demonstrated ability to manage by metrics and drive results using dashboards and scorecards.
• Bachelor’s degree in Business, Construction Management, Operations, or related field preferred.

Performance Metrics

• Achievement of divisional profitability and gross margin targets.
• Employee retention, engagement, and training completion rates.
• Customer satisfaction and membership growth.
• Scorecard adherence and timely reporting.
• On-time completion of capital and inventory management cycles.

Core Competencies

• Strategic & Analytical Thinking
• Coaching & Leadership
• Process & System Discipline
• Accountability & Ownership
• Communication & Influence
• Team Building & Mentorship
• Financial Acumen
• Continuous Improvement Mindset

Job Type: Full-time

Pay: $90,000.00 - $125,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Experience:

• General Construction Leadership: 4 years (Preferred)
• HVAC Leadership: 2 years (Preferred)
• Plumbing Leadership: 2 years (Preferred)
• Irrigation & Lighting: 1 year (Preferred)
• ServiceTitan: 2 years (Preferred)

License/Certification:

• Driver's License (Required)

Ability to Commute:

• Roseville, MI 48066 (Required)

Work Location: In person

Salary : $90,000 - $125,000